The Molecular Diagnostics Product Support Manager investigates, documents and resolves technical problems reported by our clients (hardware, software, workflow/training, assay use), which have been escalated to Product Support from various departments. These issues are often urgent in nature, so the focus of this role will be to ensure that every client receives prompt, accurate and professional assistance, and that all product issues are reported and closed per the company’s standard operating procedures (SOPs) and per Regulatory requirements. Customer satisfaction is our number one job!
The Molecular Diagnostics Product Support Manager proactively uses data analysis of site success and issues in order to provide insight reports to the senior management team regarding trends in the usage and performance of our molecular diagnostic solutions.
The Molecular Diagnostics Product Support Manager will play a critical role in product evaluations, testing, workflow enhancements and recommendations, training, and product rollout. This position will work in a highly collaborative manner with Customer Support, Product Management, Sales, Engineering and R&D departments.
This position requires flexibility in work hours, with a rotating schedule of evening, weekend and holiday on-call required. At times, this position may require travel to customer and trial sites for training and product validation.